The Effects of Workplace Diversity on Organization Culture in the Service Industry: A Case of Five (5) Selected Hotels in Livingstone District of Southern Province

This study investigates the effect of workplace diversity on organizational culture in the service industry, with a specific focus on five selected hotels in the Livingstone District of Zambia. The research aims to explore how diverse workforce characteristics such as gender, ethnicity, race and age affect organization practices, organization vision, organization values, and organization employees’ motivation within these hotels. The specific research objectives for this study were: 1) To determine the effect of workplace diversity on organization performance/practices. 2) To assess effects of workplace diversity on the organization vision and values. 3) To assess the effects workplace diversity has on employees’ motivation. 4) To determine the proper management of workplace diversity to maintain good organization culture. This study has provided reliable information on the effects of workplace diversity on organizational culture in the service industry, bringing out clearly the role played by workplace diversity in organizations. The findings for this study has also assisted many entrepreneurs who would like to venture into the service industry businesses to have reliable information on how poor or good management of workplace diversity can affect their businesses. From the reviewed literature it is clearly seen that with the rise of globalization there is more interaction than ever before among people from diverse cultures and backgrounds. This has resulted in most organizations not restricting their operations or businesses to within their national boundaries, as they are free to extend beyond their borders. But even as much this is true it is clearly noted that some hotels do not know how to properly manage workplace diversity which brings a threat to their organization. A mixed-methods approach was employed, combining both qualitative and quantitative data collection. Surveys were distributed to hotel employees, while in-depth interviews were conducted with management and key staff members. Data analysis was conducted using statistical tools to identify patterns and qualitative coding to interpret themes related to diversity and organizational culture.